Support Forum

Reset sync now unable to login

Steps taken: Setup sync and added a new pc all worked fine, serious issues and errors on new pc so reset data then format and now I am unable to log into sync. Error message: We are unable to log you in.

Original machine gives the error, and offers an add device code, new machine gives me a code to add a device, or asking for login with a recovery code, then tells me Incorrect Name or Password.

Both acting as servers to add new divices and unable to log in to do anything.

I am far from a newbie but I am baffled. Help please!

Steps taken: Setup sync and added a new pc all worked fine, serious issues and errors on new pc so reset data then format and now I am unable to log into sync. Error message: We are unable to log you in.
Original machine gives the error, and offers an add device code, new machine gives me a code to add a device, or asking for login with a recovery code, then tells me Incorrect Name or Password.
Both acting as servers to add new divices and unable to log in to do anything.
I am far from a newbie but I am baffled. Help please!

You can inspect the "Sync Key" on the computer where you installed Sync via "Tools > Options > Sync"

Click the "Manage Account" button to display more options

Click on the "My Sync Key" link to backup the current sync key

You can find the sync password and the sync key in the password manager on the (desktop) computer where you originally created that sync account (email).

Look for:

chrome://weave (Mozilla Services Password)

chrome://weave (Mozilla Services Encryption Passphrase)

Do you have a backup of the Sync (recovery) key?
You can inspect the "Sync Key" on the computer where you installed Sync via "Tools > Options > Sync"
* Click the "Manage Account" button to display more options
* Click on the "My Sync Key" link to backup the current sync key
You can find the sync password and the sync key in the password manager on the (desktop) computer where you originally created that sync account (email).
Look for:
* chrome://weave (Mozilla Services Password)
* chrome://weave (Mozilla Services Encryption Passphrase)

I have the Sync key, but on the original desktop there is no " Manager".
There is only the "Set Up Firefox Sync" and "Pair a Device" link in the Options > Sync Tab.
I did a reset so that should have deleted that Sync file and just left me with a bare account, but I am unable to access it.
https://account.services.mozilla.com/ give me the "We are unable to log you in" error...?

You can enter the account name (email address) and password and the Sync key.

Open "Tools > Options > Sync" or "Firefox > Set Up Sync"

Click "Set Up Firefox Sync" to go to "Firefox Sync Setup"

Click "I already have a Firefox Sync account" : Connect

Click "I don't have the device with me" at the bottom to enter the account settings

Click the "Sync Options" button at the bottom to select what to sync

You can enter the account name (email address) and password and the Sync key.
* Open "Tools > Options > Sync" or "Firefox > Set Up Sync"
* Click "Set Up Firefox Sync" to go to "Firefox Sync Setup"
* Click "I already have a Firefox Sync account" : Connect
* Click "I don't have the device with me" at the bottom to enter the account settings
* Click the "Sync Options" button at the bottom to select what to sync

Question owner

Sign in with the recovery key : "Incorrect account name or password" x 3 with same result every time. :(

This is very frustrating. I did not delete the account, just reset the data.

Completed as directed.
Sign in''' with''' the recovery key : "Incorrect account name or password" x 3 with same result every time. :(
This is very frustrating. I did not delete the account, just reset the data.

Question owner

It won't let me create a new account with the same email address and I don't use an alternative.

Incorrect account name or password :(
I get the same thing here: https://account.services.mozilla.com/
How do I get the server to acknowledge the account and let me log in?
It won't let me create a new account with the same email address and I don't use an alternative.

Did you try to have to have a new password send to your account?
Try to clear the cookies from the Mozilla site(s) and make sure that you aren't blocking cookies.
----
You can try to reset Firefox.
*https://support.mozilla.org/kb/reset-firefox-easily-fix-most-problems
Reset creates a new profile and tries to import some settings from the old profile leaving the old profile intact.
*https://support.mozilla.org/kb/Recovering+important+data+from+an+old+profile

I too am having this problem. Additionally, I cannot log into help here either on the other browser.

When I set it up, I entered everything correct, more than once and all I would get is "Incorrect account name or password".

It did that a thousand times and the passwords were absolutely correct. I have a switch and I just copied and pasted them into a txt file which I saved in Dropbox. On the 2nd computer, I opened Dropbox and pasted it in.

So! That means something else is wrong.

One thing worth noting is that it appeared to begin synching some things. My theme was synced and it began doing something with Adblock then all stopped and it says I don't exist.

Very frustrating. Chrome is a smooth sync but I don't want Chrome. I want Firefox.

Please help!

I too am having this problem. Additionally, I cannot log into help here either on the other browser.
When I set it up, I entered everything correct, more than once and all I would get is "Incorrect account name or password".
It did that a thousand times and the passwords were absolutely correct. I have a switch and I just copied and pasted them into a txt file which I saved in Dropbox. On the 2nd computer, I opened Dropbox and pasted it in.
So! That means something else is wrong.
One thing worth noting is that it appeared to begin synching some things. My theme was synced and it began doing something with Adblock then all stopped and it says I don't exist.
Very frustrating. Chrome is a smooth sync but I don't want Chrome. I want Firefox.
Please help!

Question owner

I am able to now synch both machines, I did this by adding the new machine's code as a newly added machine and the synch works fine on all (both) machines BUT if I encounter a problem and need to log in to https://account.services.mozilla.com/ then I have no idea what I will do.

So in short the Sync still does as it should but the server refuses to recognise the account. A bit weird when behind the server login script It works just fine.

The issue is NOT solved, I cannot login to the server.

I am able to now synch both machines, I did this by adding the new machine's code as a newly added machine and the synch works fine on all (both) machines BUT if I encounter a problem and need to log in to https://account.services.mozilla.com/ then I have no idea what I will do.
So in short the Sync still does as it should but the server refuses to recognise the account. A bit weird when behind the server login script It works just fine.
The issue is NOT solved, I cannot login to the server.

i have made the same profile with the identical personal data and i have realised that the infromation was not longer available, so the sync took them as unsed...that is a good point to make me believe that the reset is doing a fine job to erase everything...only disabling device don't erase...which leads to re-enter into the sync's id without the advertise of wrong id or password...

i have also did a sync with another computer by the key...and everything turned fine with the fact that the bookmarks were not having their icons only after clicking one by one...

because i am so tempted to switch to chrome i dare a more & deep personal comparison for the first time, but understanding this issue, it stil make firefox be the best managable internet browser...

ps: sorry for misunderstanding!

same problem here...SYNC DATA FORM DOESN'T RECOGNISE MY ACCOUNT AFTER RESETING SYNC OPTION!
BUT...
i have made the same profile with the identical personal data and i have realised that the infromation was not longer available, so the sync took them as unsed...that is a good point to make me believe that the reset is doing a fine job to erase everything...only disabling device don't erase...which leads to re-enter into the sync's id without the advertise of wrong id or password...
i have also did a sync with another computer by the key...and everything turned fine with the fact that the bookmarks were not having their icons only after clicking one by one...
because i am so tempted to switch to chrome i dare a more & deep personal comparison for the first time, but understanding this issue, it stil make firefox be the best managable internet browser...
ps: sorry for misunderstanding!